Ormco, headquartered in Brea, CA, is a global leader and innovator of orthodontic products and solutions designed to enhance the lives of our customers and their patients. For nearly 60 years, Ormco has partnered with the global orthodontic community to help create over 20 million smiles in over 130 countries. Our distinguished products range from twin brackets (Symetri™ Clear, Titanium Orthos™ and Mini Diamond™) to pioneering the self-ligating appliances with the Damon™ System (including Damon™ Q2 and Damon™ Clear 2). Our latest Spark™ Clear Aligner System is designed to meet the needs of the orthodontist with the TruGEN™ material and 3D Approver software, making a more comfortable and aesthetically pleasing aligner experience for patients. From personalized service to professional education programs and marketing support, Ormco is committed to helping orthodontists achieve their clinical and practice management objectives. For more information about Ormco, visit www.ormco.com
Job Description:
The Supervisor Customer Service supervises and coordinates all activities of the personnel within their dedicated team and coaches them on delivering exceptional customer service. This position deals front line with the customer and makes sure that Orders, Credits and Requests are dealt with efficiency and exceptional quality. The Supervisor must always represent the company and our customer service philosophy with the utmost integrity.
Supervises the Customer Service Representative in their dedicated team.
Coaches and assists in further development of their team members.
Actively participates in the recruitment to build a strong team
Strategizing and monitoring daily activities of customer service operations and provide them with regular performance related feedback
Coordinates daily work of team members and ensures errors or urgent (customer) queries are addressed in a timely manner
Assisting customer service staff with duties where required
Guarantees strong relationship with Customers and Sales Force, ensuring constant communication and information exchange
Cooperate with other departments to the definition of inter-departmental policies and procedures affecting the Customer Care department
Investigating and solving customer service complaints from your team
Assisting with the development and implementation of service policies, and explaining these to the team
Establish and monitor the team goals, objectives, profiles, work schedule, compliance, and workload
Conducting performance reviews
Is familiar with and adheres to Company policies and procedures regarding order and complaint handling processes
Performing additional duties where needed
Job Requirements:
Minimum 2 years Customer Service experience in a multinational company,
experience in supervising and coaching team is a plus
High language skills in English ( C2)
Good language skills in Dutch is a plus
Excellent phone etiquette and communication skills and the ability to communicate at different levels in the organization
Outstanding organizational skills and the ability to multitask when required
Basic understanding of other departmental functions such as, Supply Chain Management and Finance a plus
Intelligent and pro-active in finding solutions
Enthusiastic and inspirational leader with strong people skills
Ability to operate computer systems with accuracy and efficiency
(Oracle, CRM & Excel)
Ability to adapt and implement new procedures as required to provide excellent customer service
Operating Company:
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista’s internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
About Envista
Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists’ clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including KaVo, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.
Envista separated from Danaher as an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com.

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